Senior Customer Care Representative

At Biocair, our Customer Care Team is at the heart of delivering exceptional experiences to our clients across the life sciences sector.

As a Senior Customer Care Representative, you will act as a central communication point between internal stakeholders and our customers. You will use your expertise to ensure that shipment data received via Biocair Connect is accurate and complete, enabling effective Shipping Solution Design across areas such as:

• Shipment routing

• Commodity classification

• Packaging selection

• Customs value and HTS codes

• Dangerous goods classification

You will also support other Customer Care team members, helping them resolve escalations and navigate more complex shipment requirements. This is an exciting opportunity for someone with experience in freight forwarding or logistics who enjoys problem solving, building relationships, and taking ownership of complex shipment requirements.

Responsibilities will include:

Customer & Shipment Management

• Engage with customers to address inquiries, provide updates, and ensure a smooth end-to-end service experience.

• Maintain full visibility and control of shipments while in transit, updating customers regularly and escalating exceptions where required.

• Collaborate with internal teams (Import, Export, Control Tower, Warehouse) to deliver efficient and compliant shipment solutions.

Shipment Creation & Solution Design

• Compile and verify shipment data received from Biocair Connect and email requests.

• Ensure accuracy across key shipment elements, including routing, classification, documentation, and regulatory requirements.

• Facilitate high-priority or complex shipments involving dangerous goods, controlled substances, or specialised packaging solutions.

Team Support & Escalation Handling

• Provide guidance to Customer Care Associates and Representatives on advanced shipment topics.

• Serve as the first escalation point for shipment deviations and issue resolution.

• Support customers using the Biocair Shipment Portal and escalate technical issues to the IT team when needed.

Continuous Improvement and Compliance

• Manage and maintain business intelligence based on customer interactions.

• Capture shipment deviations and supplier non-conformance in the transport management system.

• Ensure exception costs are recorded and communicated accurately.

• Act as a Data Steward, maintaining high-quality customer and shipment data standards.

• Adhere to relevant security protocols, SOPs, and compliance standards.

Our company values matter, and guide all that we do each day. The successful candidate will be expected to operate in line with them as we strive to be the provider of choice for specialist logistics solutions to the global scientific community, based on the highest levels of care , expertise and precision ; enabling our customers to retain absolute focus on research and development.

In addition, you will demonstrate these key competencies:

• This role requires fluent German and English, as you will communicate regularly with international colleagues and clients.

• Strong customer service skills with the ability to build positive relationships.

• Excellent communication across internal teams and external partners.

• Accurate data entry and verification, ensuring high‑quality shipment information.

• Problem solving ability, especially when handling shipment issues or escalations.

• Good attention to detail and commitment to compliance.

• Ability to prioritise and manage changing deadlines.

• Comfortable working independently with minimal supervision.

In return we offer:

• Between €49,500 - €60,000 per annum, depending on experience

• Pension

• Life Assurance (as part of a pension)

• 30 days holiday

• Birthday leave

• Wellness Programme

Please note this is a full time role, 40 hours per week, Monday to Friday shifts include 08:00-17:00/09:00 - 18:00 and offered as 100% on-site based at our Hamburg office

Applications will close on Tuesday 24th March 2026. Please note that suitable candidates may be invited to interview prior to the closing date and we reserve the right to close the vacancy early should we receive a sufficient number of applications.

This is Germany based role and the right to live and work in Germany will need to be established during the recruitment process.

Biocair provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please be aware that we are NOT inviting recruitment agencies to submit candidates for this role and as such any approaches will be rejected. Thank you for your understanding.